Setup

Get started with Workforce Management

Start with the master switch, then turn on only the features your team is ready to use.

What you need

• An admin or owner can change Workforce Management settings.
• Workforce Management is part of the Business plan.
• Some controls show Pro or Business badges in the app. The badge tells you which plan is needed for that specific feature.
• Agents can use the enabled workforce surfaces that apply to them, such as My Schedule, My Timesheet, and time off requests.

Turn it on

1. 1Open Settings.
2. 2Select Workforce Management.
3. 3Turn on Enable Workforce Management.
4. 4Open Operating hours and confirm the schedule.
5. 5Open Scheduling and choose the scheduling tools you need.
6. 6Open Time tracking and choose the time tools you need.

Recommended order

1. 1Set operating hours first.
2. 2Turn on time tracking if agents should log work.
3. 3Add weekly targets if managers compare expected hours with logged hours.
4. 4Turn on shifts if admins plan coverage.
5. 5Add on call, time off, attendance, or billable time when those processes are ready.